Designated Services Engineer, FlashArray (Shift: Mon-Fri 7am-4pm)
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We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.
This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.
SHOULD YOU ACCEPT THIS CHALLENGE...
Let’s start by telling you a little bit about Pure Storage Technical Services. We have 24x7 Support centers in North America, Asia and Europe. You will be part of the best Support team in the industry. How do we know that? Our customers and our NPS number tell us so! The Puritan culture focuses on 5 key values – Persistence, Creativity, Teamwork, Ownership, and Customer First. We hope you share the same values.
We are looking for a Designated Services Engineer (DSE) to join our 24x7 Support team based in Lehi. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our FlashArray product. Our Designated Support Engineers utilize their deep technical expertise to troubleshoot customer issues and resolve them. Successful Support Engineers will be able to build strong networks across different departments in the company
- Proactively seek to understand customer expectations
- Answer and resolve support cases based on severity level
- Own and track customer issues using our ticket tracking system
- Own all customer facing communications, ensuring the message is concise and professional
- Develop relationships of trust with specific named accounts
- Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
- Develops junior support engineers through training, and coaching
- Manage multiple projects/support cases simultaneously
- Champion customer issues internally, and represent the company externally
- Leads large multi participant customer calls, including hot escalations
- Weekend, holiday, and on call duties as required
- A minimum of 5 years of experience in a customer-facing and or technical
- Must be willing to work the following shift: Mon-Fri 7am-4pm MT or EST
- Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
- Proven technical troubleshooting skills in a complex multi platform-system-vendor environment
- Experience in supporting both hardware, and software products
- Ability to triage issues, and escalate them to appropriate engineering groups as necessary
- Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks
- VMware and Oracle experience highly preferred
- Knowledge, and ability to troubleshoot Fibre Channel, Ethernet, IP, iSCSI, SAN issues
- Demonstration of subject matter expertise in one or more of the following: AIX, LINUX, VMware Virtualization, Windows, Hypervisors, Enterprise Servers (CPU, Chipset, and Memory), HBAs
- High level of experience and professionalism, ability to interact with executives and senior leadership
- Exceptional communication skills
- Bachelor’s Degree in Computer Science or related technical field or relevant experience
- You will be based in Lehi Utah or Raleigh North Carolina. As this is an office-centric role, you are expected to be present in the office for 3 days a week. As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need.
The annual salary range is: $77,000.00 - $132,000.00.
Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.
This role may be eligible for incentive pay and/or equity.
And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events - check out purebenefits.com for more information.
There is no application deadline and we accept applications on an ongoing basis until the job is filled.
#ONSITE
WHAT YOU CAN EXPECT FROM US:
- Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers.
- Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area™, Fortune's Best Workplaces for Millennials™ and certified as a Great Place to Work®!
- Pure Team: We build each other up and set aside ego for the greater good.
And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources and company-sponsored team events. Check out purebenefits.com for more information.
ACCOMMODATIONS AND ACCESSIBILITY:
Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at [email protected] if you’re invited to an interview.
WHERE DIFFERENCES FUEL INNOVATION:
We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. At Pure Storage, diversity, equity, inclusion and sustainability are part of our DNA because we believe our people will shape the next chapter of our success story.
Pure Storage is proud to be an equal opportunity employer. We strongly encourage applications from Indigenous Peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities. We also encourage you to apply even if you feel you don’t match all of the role criteria. If you think you can do the job and feel you’re a good match, please apply.